Network Engineer 1

Overview As a Network Engineer, you will diagnose and mitigate outages affecting tenants on Azure or Office 365, combining strong customer support with advanced troubleshooting. You will draft RCAs for customer incidents and track trends to reduce repeat issues. You will analyze faults, drive fixes, and push improvements in a high-stakes support environment. Collaborating with partners and escalating to Microsoft when needed, you help ensure secure, reliable service delivery for critical operations. ResponsibilitiesDiagnose and mitigate platform faults for individual tenants/usersTroubleshoot client-side issues for Office products related to service or protocolsDraft and share root cause analyses for Customer Reported Incidents (CRIs) with ongoing metricsCreate positive outcomes for partners and customers in critical outage situationsAnalyze common faults and drive fixes to reduce incident volumeIdentify and drive technical and procedural improvements across supportDetect customer dissatisfaction in real-time and handle with data-driven conflict management including escalation to Microsoft or ownershipEvaluate support needs and prepare to support new and/or updated features across the suite of services Key requirementsActive TS/SCI Poly4–6 years experience in Network OperationsUnderstanding of TCP/IP fundamentals and general networking technologiesExperience with hosting providers/online services or ISP environments preferredTroubleshooting routing, switching, and load balancing in complex networksCCNA or CCNP certification preferredPacket capture analysis or Wireshark experience highly desirableCustomer-focused problem solvingData-driven decision makingProfessional conflict management and escalation handlingTCP/IP fundamentalsDNS, FTP, SSH, ACL, VLAN, DMZ, BGPRouting, switching, load balancing